Scaleway Elements Assistance

Choose the support level that best suits your business needs

Our four support levels

Basic
Included

• Recommended for early testing and development
• General guidance

Bronze

• Recommended for non-critical infrastructure
• Guaranteed response time to requests
• Access to our hotline
• General guidance

Silver

• Recommended for production infrastructures
• Priority management of requests
• 24/7 access to our hotline
• Dedicated assistance

Gold

• Recommended for critical production infrastructures
• Priority management of requests
• 24/7 access to our hotline
• Technical and support follow-up commitments
• Dedicated and tailored assistance

You have a question? Call us:

Guarantees and prices until November 30, 2020, included

Service Basic Developer Business Enterprise
Tickets 24/7 24/7 24/7 24/7
Hotline 24/7 24/7
Dedicated assistance Technical Account Manager Technical Account Manager
+ Exclusive 2 hour monthly session with a cloud solution architect
Guaranteed response time ≤ 12 hours ≤ 2 hours ≤ 30 minutes
Monthly price Included €2.99 excl. tax €49 excl. tax €499 excl. tax

 

Guarantees and prices from December 1, 2020

To reinforce our services, and give you a better experience, customers who have subscribed to the Bronze support level (previously Developer) are now able to call the hotline, and customers who have subscribed to the Silver support level (previously Business) benefit from improved guaranteed response times. Existing Developer, Business and Enterprise customers have been switched to the new Bronze, Silver and Gold levels of support automatically.

Service Basic
Bronze
Evolution of Developer
Silver
Evolution of Business
Gold
Evolution of Enterprise
Tickets 24/7 24/7 24/7 24/7
Hotline From 9am to 6pm 24/7 24/7
Dedicated assistance Technical Account Manager Technical Account Manager
+ Exclusive 2 hour monthly session with a cloud solution architect
Guaranteed response time ≤ 12 hours ≤ 20 min Tailor-made, contact us
Monthly price Included €9.99 excl. tax €59 excl. tax From €499 excl. tax

Our outstanding services help your projects succeed

Technical support

Our proactive assistance team is composed of technical experts and cloud solution architects, who will be ready to answer any specific questions and issues you may be facing. Thanks to our four support levels, you can choose the assistance that best suits your business challenges.

Guaranteed response time

We have improved our extensive support procedures to ensure the shortest response times for your production. Thus, starting from Bronze support level, you benefit from priority handling of your requests, whether by ticket or by phone.

Optimized hotline

To reduce your waiting time, a new queuing system will be introduced as of mid-December 2020. Each time you call the hotline, you will be identified by your phone number, or by a 10 digit ID number, and redirected to the right team. Only customers who are identified as subscribing to a qualifying service level will be able to connect to our hotline. Your identification information will be available in the Scaleway console.

Online help and community

Explore our FAQ and our technical or API documentation, engage with the community and connect with the Scaleway teams. There will always be someone there to guide you. Every week, we provide you with a new tutorial so you can use Scaleway products with full autonomy.

Changelog

Every month we publish the latest changes and releases of Scaleway Elements on our changelog webpage. Your feedback is valuable to us, our product teams are actively looking forward to hearing about them to build a development roadmap that best fits your needs. Feel free to share your experience on our Slack Community.

Real-time service status

Stay up-to-date on the status of our services. Possible maintenance and incidents related to our services, networks and data centers can be followed here.

Frequently Asked Questions

What is my current support level?

You can check your support level on the account management page within the Scaleway console. The Basic support plan is included for all Scaleway Elements customers automatically.

How can I update my current support level?

You can change your support level on your account management page via the Scaleway console.

Which language does the assistance team speak?

Our assistance team can assist you in English and French.

How do I report abuse or suspected abuse coming from the Scaleway network?

To report abuse or suspicion of abuse from our network, please open a new abuse report via abuse.scaleway.com. If possible, feel free to include your logs.

Tempted by our assistance?

Have a project? Call us:

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